Quality Assurance Performance Coach
Full Time / Fixed Term / From £27,000, depending on experience / Office Based / Stoke-on-Trent
The chance to work for an award‑winning business that genuinely values its people.
Why Water Plus?
Water Plus is the UK’s largest water retailer for business customers, supporting around 350,000 businesses across England and Scotland – from small independent traders to some of the UK’s biggest organisations.
We’re proud to be:
- Award‑winning, including the UK Customer Satisfaction Award for Sustainable Customer Service 2025
- A Real Living Wage Employer – because paying people fairly matters
- A business that puts people, customers and values at the heart of everything we do
As we continue to grow, we’re expanding our friendly and knowledgeable Customer Service Contact Centre team in Stoke-on-Trent.
What makes this role stand out is its influence. You’ll go beyond simply reviewing work—you’ll provide objective insight that helps shape decisions, improve controls, and highlight where things are working well or where risk needs to be mitigated. Through detailed quality assessments, data analysis, and trend identification, you’ll give leaders the clarity they need to act with confidence.
At the heart of the role is ownership of quality. You’ll ensure that standards are applied consistently, supporting a culture where accountability and continuous improvement are embedded in everyday activity. Your findings won’t sit in reports—they’ll drive meaningful change, helping to refine processes and enhance overall performance.
The Quality Assurance Performance Coach plays a critical role in driving excellence across customer journeys by assessing performance, delivering effective coaching, and leading hypercare initiatives. This position ensures individuals and teams meet or exceed quality standards, productivity goals, and customer satisfaction targets.
What you’ll be doing
- Conduct detailed quality assurance assessments to ensure adherence to business controls, policies, and regulatory requirements
- Analyse quality data and identify trends, risks, and areas for improvement across teams and processes
- Produce clear, accurate reporting to inform stakeholders and support evidence-based decision making
- Maintain and continuously improve quality frameworks, standards, and assessment methodologies
- Collaborate with stakeholders to ensure consistent application of controls and alignment with business objectives
- Provide targeted coaching and feedback where required to address quality gaps and support performance improvement.
Essential Knowledge and Skills
- Strong understanding of quality assurance principles, risk management, and business control frameworks
- Ability to analyse data, identify trends, and translate insights into clear, actionable recommendations
- Excellent attention to detail with a consistent focus on accuracy and adherence to standards
- Strong stakeholder management skills with the confidence to provide constructive challenge and influence outcomes
- Effective communication skills, both written and verbal, with the ability to present findings clearly
- Capability to deliver targeted coaching and feedback to support quality improvement when required
Qualifications
- GCSE Grade C or equivalent pass in math's and English
Desirable knowledge and skills
- Any coaching accreditations
- IQA
Working hours (work–life balance comes as standard)
· 37.5 hours per week
· Monday to Friday only
· No evenings. No weekends.
You’ll work an 8‑hour shift between 8:00am and 5:30pm, on a rotating schedule:
- Start times: 8:00 / 9:00
- Finish times: 4:30 / 5:30
After successfully completing your 6‑month probation, you’ll have the choice to:
- Work 1 day per week from home, or
- Continue working fully from the office – it’s completely up to you
What’s in it for you?
· Salary: From £27,000 per annum, depending on experience
· 25 days annual leave, plus:
o All Bank Holidays
o Your birthday off – every year
o Option to buy or sell up to 5 days holiday
· Free on‑site parking
· Free Healthcare Cash Plan
· Pension scheme (matched up to 6%) & Life Assurance
· Confidential Employee Assistance Programme
· Discounts at 350+ major brands
· Star Awards employee recognition scheme
· Long service recognition and rewards
· Access to Water Plus Academy for personal and professional development
· Refer a Friend scheme
About Water Plus
Formed in 2017 as a joint venture between United Utilities and Severn Trent, Water Plus was created when the water market provided businesses with the ability to choose their water supplier.
Today, we’re a the largest water retailer in England, with more than 366,000 business customers across England and Scotland – known not just for great customer service, but for creating a workplace where people can grow, feel valued and build long‑term careers.
Ready to apply?
If this sounds like the right fit for you, we’d love to hear from you.
Please note:
- Roles may close early due to high interest
- Offers are subject to a satisfactory basic DBS check
- Previous applicants need not apply
Pay: From £27,000.00 per year
Benefits:
Ability to commute/relocate:
- Stoke-on-Trent ST4 4TW: reliably commute or plan to relocate before starting work (required)
Application question(s):
- What is your notice period?
- Please summarise your experience relevant to this contact centre position, including advising why this opportunity attracts you.
- Please briefly summarise your PC skills, highlighting what you use a PC for day-to-day.
- To enable us to plan effectively, please list the dates of any holidays already booked and or have any scheduled appointments e.g. driving test... up until 31st March 2027. Or state N/A if you do not have any scheduled commitments.
Licence/Certification:
- right work in UK without employer sponsorship now or future (required)
Work Location: In person
